洲際酒店集團(tuán)

1、Intercontinental Hotel Group 6LI008 Changing Face of International Hospitality ManagementLi DongdongStudent ID: 1232945Lecturer: Ken Chua洲際酒店集團(tuán)第1頁Table of contentsIntroductionVision & MissionScopeKey Markets洲際酒店集團(tuán)第2頁Table of contentsRoom AmenitiesRoom DesignReferencesConclution洲際酒店集團(tuán)第3頁IntroductionI

2、nterContinental Hotels Group is a British multinational hotels company headquartered in Denham, UK. It is the largest hotels company in the world measured by rooms (with 710,295 as of December ), and has over 4,800 hotels across over 100 countries. Background洲際酒店集團(tuán)第4頁IntroductionHistory1876 19941997

3、 洲際酒店集團(tuán)第5頁Vision / MissionTo be one of the great hotels in the world. (IHG, )To create great hotels guests love. (IHG, )VisionMission洲際酒店集團(tuán)第6頁The brands of InterContinental Hotels Group include Candlewood Suites, Crowne Plaza, Even, Holiday Inn, Holiday Inn Express, Hotel Indigo, Hualuxe, InterConti

4、nental and Staybridge Suites. IHG is a global organisation in Hotel Industry. ScopeTypes of OrganisationHospitality SectorHotel Industry洲際酒店集團(tuán)第7頁Scope4,800 Hotels100 Countries710,295 RoomsGlobal洲際酒店集團(tuán)第8頁ScopeDenham, ENG, United KingdomCorporate Centre HeadquartersEurope HeadquartersDenham, UKFunctio

5、nal and divisional Structure洲際酒店集團(tuán)第9頁ScopeAmericas HeadquartersGreater China HeadquartersAtlanta, USAShanghai, ChinaFunctional and divisional Structure洲際酒店集團(tuán)第10頁ScopeAsia, Middle East and Africa HeadquartersASingapore, SingaporeFunctional and divisional Structure洲際酒店集團(tuán)第11頁Intercontinental is a luxur

6、y 5-stars hotel brand of the IHG. Intercontinental Singapore is the only 5-star luxury hotel in Singapore to preserve Peranakan heritage in a shophouse-style setting.LocalScope洲際酒店集團(tuán)第12頁The hotel is located in the Bugis precinct where is the centre area in Singapore. You can go to everwhere because

7、it is near the Bugis MRT station, several bus stops and taxi stops.TrafficScopeLocal洲際酒店集團(tuán)第13頁Bugis Junction Bugis +Bugis StreetShoppingSri Krishnan Temple Sultan MosqueMalay Heritage CentreThe Church Of Our Lady Of LourdesSaint Josephs ChurchChurch Of Saints Peter and PaulAttractionsScopeLocal洲際酒店集

8、團(tuán)第14頁422 luxurious guest rooms2 restaurants13 event rooms Rooftop gardenOutdoor pool 24-hour fitness centerBusiness centreFacilitiesLocalScope洲際酒店集團(tuán)第15頁ATM/BankBabysitting/Child CareBarber/Hair StylistCar RentalComplimentary CoffeeConcierge/Club FloorConcierge ServicesCrib/Rollaway BedCurrency Excha

9、ngeGift ShopLaundry/Dry Cleaning ServiceMulti-lingual StaffFree Onsite ParkingRoom ServiceWheelchair Access to Common/Public AreasCommon Area Internet Access (Wireless)Guest ServiceScopeLocal洲際酒店集團(tuán)第16頁Electronic Key/LockParking Area Well LitSmoke Alarm in RoomsSprinkler in RoomsUniformed SecurityVal

10、et Parking ServiceSurveillance Cameras On SiteHealth ClubHealth Spa/MassageHot TubPool (Childrens Pool, Indoor Pool, Outdoor Pool)Shopping Mall/AreaSecurityRecreationScopeLocal洲際酒店集團(tuán)第17頁GMResident ManagerHR DirectorF&B DirectorControllerSale DirectorEngineering ManagerCustomer Service DirectorFront

11、Office Manager Excecutive Assistant ManagerRolesOrganization Structure洲際酒店集團(tuán)第18頁RolesPreparation for the athletic team in Enhancing the training of information or knowledge about sport, different culture and local. Recruiting the international staffs.HRF&BChef to prepare meals according to the speci

12、al needs prepared only with the freshest, healthy and safety ingredients. Departments洲際酒店集團(tuán)第19頁RolesPreparation for the athletic team in Preparing the banquest rooms for the athletic team to hold meetings and press conferences. Transport buses also are in need. Familiar with the athletes basic infor

13、mation and be able to communicate unimpeded. (German, English, Indonesian, Japanese, Korean, Dutch , Tagalog, Chinese and others)Renovated the rooms. Routine maintenance and repair of the hotels facilities and equipment.Front OfficeCustomer ServiceEngineeringDepartments洲際酒店集團(tuán)第20頁ResponsibilitiesPrep

14、aration for the athletic team in Terrorist organizations often try to attact a place when there hosts a huge event to attract the worlds attention and cause panic. Singapore is a safety country because of its strict laws and strong management from the government. However, the hotel also must improve

15、 the security rating and the IHG can provide much experience.SecuritySecurity Agent洲際酒店集團(tuán)第21頁P(yáng)reparation for the athletic team in There are several religious sites around the hotel(Mosque, Temple and Church). If the athletes want to attend the religious activities, staffs can provide the information

16、 for them. This will help the hotel save money to build temporary religious facilities.All staffs need to know and respect different cultures and religions. And, pay attention on every detail of the hotels service.Religious ActivitiesResponsibilities洲際酒店集團(tuán)第22頁P(yáng)reparation for the athletic team in For

17、 the professional sport training, guiding the athletes to use the stadium around and preparing buses for transport. For the fitness centre, to make it much more international and professional. Adding some new fitness machines due to the diversification and comprehensiveness. Fitness Centre of InterC

18、ontinental SingaporeTraining ActivitiesResponsibilities洲際酒店集團(tuán)第23頁P(yáng)reparation for the athletic team in Preparing to organize some communication activities in the Hotel such as the cooking show, local culture experience and some games. To let the international athletes interested in our hotel and Sing

19、apore.The HR department needs to Recruitment the staffs with different culture and language. our staff must be much more international.Experience ActivitiesResponsibilities洲際酒店集團(tuán)第24頁P(yáng)reparation for the athletic team in Food must be more international and pay attention to the special requirements of

20、different cultures. The menu needs to cater for athletes as it is healthy and prepared with fresh and safety products. Menu design will focus on the nutrition to help them create a good status.High special needs of Carbohydrates, Proteins, Polyunsaturated and Monounsaturated fats, Vitamins, Iron, Ca

21、lcium and Magnesium.Menu DesignResponsibilities洲際酒店集團(tuán)第25頁Menu DesignResponsibilities洲際酒店集團(tuán)第26頁P(yáng)reparation for the athletic team in Preparing several ballrooms to satisfy the needs of team meetings, press conferences and meeting events. It is important to ensure the function of profesional equipments

22、 in the event rooms, such as microphone and multimedia devices. Meeting ActivitiesResponsibilities洲際酒店集團(tuán)第27頁First-line StaffsResponsibilitiesBellmanRestaurant AttendantFront Desk Staff洲際酒店集團(tuán)第28頁Revenue$1446000000$1771000000$1897000000$1538000000Profit$754000000$463000000$26000$214000000$1628000000$1

23、768000000$1835000000$1903000000$293000000$460000000$545000000$374000000RevenueProfitFrom Year - (IHG Website, )Key Markets洲際酒店集團(tuán)第29頁From Year - (IHG Website, )Key Markets洲際酒店集團(tuán)第30頁P(yáng)EST AnalysisThe complexity of the political, economic, social and technological has deep effects on the international h

24、ospitality business. Key Markets洲際酒店集團(tuán)第31頁P(yáng)EST AnalysisKey MarketsPoliticalLocalSingapore: Sound legal, political stability, the government encourages the development of the hospitality industry.GlobalGlobal threat from the extremist terrorist organizations.PEST Analysis (Capon cited from Hassanien,

25、 Dale and Clarke forthcoming)洲際酒店集團(tuán)第32頁P(yáng)EST AnalysisKey MarketsEconomicLocalGlobalPEST Analysis (Capon cited from Hassanien, Dale and Clarke forthcoming)GDP (Current US$)Data from World BankSources from IMF and The Economist洲際酒店集團(tuán)第33頁P(yáng)EST AnalysisKey MarketsEconomicLocalGlobalPEST Analysis (Capon ci

26、ted from Hassanien, Dale and Clarke forthcoming)Data from World Bank % Gross Domestic Product (GDP) growth forecasts for (Sources from IMF)洲際酒店集團(tuán)第34頁P(yáng)EST AnalysisKey MarketsSocialLocalPopulation of Singapore: 5.399 million() (World Bank, )Major ethnic groups in Singapore: Chinese, Malays, Indians, a

27、nd Eurasians. (YourSingapore, )Major Languages: English, Chinese, Malay and Tamil. (YourSingapore, )GlobalGlobal Population: 7.125 billion() (World Bank, )PEST Analysis (Capon cited from Hassanien, Dale and Clarke forthcoming)洲際酒店集團(tuán)第35頁P(yáng)EST AnalysisKey MarketsTechnologicalLocalGlobalPEST Analysis (C

28、apon cited from Hassanien, Dale and Clarke forthcoming)(Internet World Stats, )洲際酒店集團(tuán)第36頁P(yáng)EST ExamplesSingapore encourage the development of Hospitality IndustryPESTIHG 8 years performance (-)Singapore is A Multicultural Kaleidoscope with Chinese, Malay, Indian and Others.IHG was the first in the in

29、dustry to commit to free guest internet for all loyalty members worldwide. ()Key Markets洲際酒店集團(tuán)第37頁P(yáng)orter Five ForcesKey MarketsBuyer PowerThreat of new entryThreat of SubstitutionSupplier PowerLowLowLowMediumHighIndustry Competitors洲際酒店集團(tuán)第38頁P(yáng)orter Five ForcesKey MarketsSingapore is a very developed

30、 country in Hotel Industry and there are many high-quality hotels in Singapore. The numbers of 5 stars hotels in Singapore is 38(Expedia, ). Several of them have strong brand power. So, their power is high.Industry Competitors(High)洲際酒店集團(tuán)第39頁P(yáng)orter Five ForcesKey MarketsSupplier Power(Low)Their powe

31、r is low because the hotel is easy to use other brands instead of them. They are not the only supplier in their industry.洲際酒店集團(tuán)第40頁P(yáng)orter Five ForcesKey MarketsThe mainly customers of Intercontinental are business people and travellers. Their power is low and they can only accept the price of the ro

32、om, food, beverage and other service.Buyer Power(Low)洲際酒店集團(tuán)第41頁P(yáng)orter Five ForcesKey MarketsSingapore is a very developed country in Hotel Industry. Different kinds of hotels develop together in Singapore. They all satisfy the customers need of sleeping. However, there is a large distance in service

33、 among the hotels in different levels. So, their power is medium.Threat of Substitution(Medium)洲際酒店集團(tuán)第42頁P(yáng)orter Five ForcesKey MarketsThey are the market intruder but it is not possible for them to get into a new market. It is difficult for them to challenge the old competitors in the market. Their

34、power is low.Threat of new entry(Low)洲際酒店集團(tuán)第43頁SWOT AnalysisKey MarketsKnowlegeRelationship sellingHistoryWidely distributedBrand powerTrainingServiceEntering new marketService qualityRoom amenitiesRestaurantViewMany excellent competitorsNew powerful competitors洲際酒店集團(tuán)第44頁Key MarketsBasing on the num

35、ber of roomsAll numbers as at 31 December Market Segmentation洲際酒店集團(tuán)第45頁Key MarketsBasing on the number of roomsAll numbers as at 31 December Market Segmentation洲際酒店集團(tuán)第46頁Key MarketsBasing on the profit & revenueAmericas MarketAll numbers as at 31 December Market Segmentation洲際酒店集團(tuán)第47頁Key MarketsBasi

36、ng on the profit & revenueEurope MarketAll numbers as at 31 December Market Segmentation洲際酒店集團(tuán)第48頁Key MarketsBasing on the profit & revenueGreater China MarketAll numbers as at 31 December Market Segmentation洲際酒店集團(tuán)第49頁Key MarketsBasing on the profit & revenueAMEA MarketAll numbers as at 31 December

37、Market Segmentation洲際酒店集團(tuán)第50頁Key MarketsLargest Market: Americas (US, Canada, Latin America & Caribbean)Secondry Market: Europe (UK & Ireland, Continental Europe & CIS)Thirdly Market: Greater China (China, Hong Kong, Macau & Taiwan)Smallest Market: AMEA (Asia, Middle East & Africa)Market Segmentatio

38、n洲際酒店集團(tuán)第51頁Key MarketsFuture of IHGMarket Segmentation洲際酒店集團(tuán)第52頁Year Built: 1995Year Renovated: Check in Time: 2:00 PMCheck out Time: 12:00 PMNumber of Floors: 16Total Number of Rooms: 403FACILITYGuest Room(s) 403Suite(s) 19Single-Bedded Room(s) 312Double-Bedded Room(s) 91ROOM SERVICE Available 24 h

39、ours Room ServiceRoom Amenities洲際酒店集團(tuán)第53頁Room AmenitiesAir ConditioningBalcony/Terrace (some)CoffeemakerDaily Maid ServiceIron/Ironing BoardMini-BarRooms for Non-smokersTelephoneVoicemailRefrigeratorSafe (In Room)Cable/Satellite TelevisionTelevisionInternet Access (Wireless)洲際酒店集團(tuán)第54頁Sleeping AreaRo

40、om Amenities洲際酒店集團(tuán)第55頁Bath RoomRoom Amenities洲際酒店集團(tuán)第56頁Room DesignSpecial needs of athletesSafetyStrengthen security, Prevention of terrorist attacks and invasion of privacy(paparazzo).QuietReform the sound proofed doors and windows of the guest rooms to reduce much more noise. Clean and TidyRenovat

41、ed rooms and increase the frequency of cleaning. The check work must be pay attention to all details. 洲際酒店集團(tuán)第57頁Room DesignSpecial needs of athletesComfortableChange to the more lightweight, soft and high-quality bedclothes to let guests have a much better sleeping. Change the beds with anatomic mat

42、resses and large size(200 X 90 cm), ensure the sports channels in TV.Large SpaceMake the layout of the rooms more rational and let amenities more concise. Fitness equipmentAthletes need to do the necessary fitness everyday, It is benefit to put a simple fitness machine in the guest room.洲際酒店集團(tuán)第58頁Ro

43、om DesignRoom RefurbishmentRefurbishment will be in line with the principle of conservation and the result can be sustainable. So, the change of guest rooms will not be huge. The rooms will use more peranakan elements. The wall will be dressed with Paintings of peranakan and sports themes. The rooms

44、 will also satisfy the expectations of normal guests. Singapore is a sport country and it often hosts some sport games. the refurbishment will let the hotel win much more customers and athletes.洲際酒店集團(tuán)第59頁lRoom DesignRoom RefurbishmentWe only do the room refurbishment of 91 Double-Bedded Rooms. We ca

45、n accept 182 athletes with them and the rooms can servicve normal guests after the sport event. Also, these rooms can service the athletes of other sport events in the future.洲際酒店集團(tuán)第60頁Room DesignAfter ChangesThe room design below is for the coming athletic team in . (Designer: Li Dongdong, 15/3/)洲際酒店集團(tuán)第61頁Room DesignBath RoomSleeping AreaFloor Plan(3D)洲際酒店集團(tuán)第62頁Room DesignBath Room(3D)Sleeping Area(3D)洲際酒店集團(tuán)第63頁Room DesignSleeping Area洲際酒店集團(tuán)第64頁Room DesignBath Room洲際酒店集團(tuán)第65頁ConclutionIHG is a glo